From the start of the year 2020 with the spread of the novel corona virus, organizations, businesses and companies had to endure and obverse major alterations and improvisations to their regularized dynamics and flow of work. This year has effectively taught that turning your efforts into valuable dime requires an additional factor and that is how the work shall be done. And this approach of improvisation and smart work cannot be any truer for the support center or call center industries.
However, when the general public ever comes across the term “support center”, it is often thought of as a building or grand halls with rows and columns till the farther sight and agents of customer service forever engaged on their personal computers and headsets. It may be the case for some companies, nonetheless, as mentioned above, this year has observed a major change in the established business protocols.
As a consequence of the very cause, most of the businesses have had to shift from the conventional support center offices to enable work from home offices in order to incorporate the variations that this year has brought with itself. However, as this whole new situation started to hover upon the businesses with no time to prepare, therefore, these improvisations regarding work from home support centers had unforeseen problems which called for an all-new support center that is not only robust but also a unified platform wherein the tickets and queries could be resolved at the earliest and a synchronous flow of work can be maintained to entertain as much of the customer care queries as possible.
Reportedly, businesses have also had to handle the changes in the demand. Some of the organizations, for instance, the companies that offer financial services observed an unpredictably sharp escalation curve in the call volumes for assistance. In order to cope with this new problem, many of them have installed new support channels with the very idea of customer resolution center as pictured above. Similarly, the travel industry had to face with one of the most sharply varying trends in the industry since, at the start of the pandemic, a number of families planned trips and adventures which called in for handling bulks of incoming requests for trips organizations and mass of tickets booking. All of this fuss suddenly settled for nothing when the trips had to be banned and a new surge of cancellation requests swarmed these travel industries with yet another great pressure to handle.
The future of customer support center is evolving as of now and companies would soon be setting up the programmable support center to customize it in a way to best suit your own business requirements. Customer support center is the first touch point between a business and its customers. The impact of this first contact defines a lot about the future prospects of business with the very customer and hence the touch points have to be not only welcoming but also well-directed so that you can add value addition at every point in the lives of your customers.
Some of the basic benefits of a programmable support center include:
Improved first-call resolution:
Clients do not like to call a number of times for the same issue. A contact center will course the call to the foremost qualified and relevant representative and give them with the insight and information they may require to handle or resolve the issue for the first time.
Measurable customer service elements:
Programmable support centers have the provision to track everything ranging from the hold time of an incoming request to the total time till the query resolution. In this way, you can get a broader picture of how well your support center representatives are performing to scale up or scale down the resources accordingly. You can also figure out the weak performing areas of your customer care unit employees and organize the training modules with learning management systems such as ProLS – In-House LMS program.
The incoming calls and queries from the existing clients and prospective customers can be recorded as well as transcribed. The supervisors and upper management can call in for unannounced quality check audit plan or may ask the heads to conduct a random check on interactions and enhance the conflict resolution performance of his/her team members.
One of the popular programmable support centers is known to be Twilio Flex. A number of features like voice and chat bots along with the artificial intelligence (AI) technology help enable automation and self-service capabilities. Auto bots have advanced over the years. While they were once considered an annoyance, more people have a favorable opinion of them now. With AI, the bot can recognize customer intent and provide quick responses to common queries. For businesses, any task that can be addressed without a live person saves them money. Twilio flex offers you with an unlimited ability to change, adapt, and iterate your contact center.
You can also integrate Twilio Flex with the applications that you are already using for your business processes. For instance, you can embed Twilio Flex within Salesforce, Zendesk, or nearly any other CRM. The catch is that you can build and deploy a 100% cloud contact center in less than a week. With Twilio Flex, you’re free from the limitations of SaaS applications and can rapidly deploy a contact center that is tailored to your business.
In today’s world of digitalization where the core focus of businesses is customer centric, customer prefer the best of the best and demand immediate responses, quality interactions, effective results of their queries placed. These metrics can only be met if your business improvises its current support center with a more flexible and programmable one such as one described above.